Bill Hertzing
New Braunfels,TX
Summary
Results-oriented Program Manager enthusiastic about taking on new challenges. Successful at developing innovative strategies to capitalize on dynamic market conditions. Strategic planner and clear communicator with an adaptable approach.
Overview
25
25
years of professional experience
1
1
Certificate
Work History
Global Enablement Program Manager
Rackspace Technology
San Antonio, TX
04.2022 - 03.2024
- Facilitated over 30 instructional sessions meeting with 180+ pre-sales, sales, customer success, leadership, and other go-to-market employees across 12 different time zones
- By identifying three potential partners and establishing goals, I was able to spearhead enablement program initiations and generate content in a timely manner. This resulted in 100% project deliveries and strengthened interdepartmental relationships
- By leveraging Tableau, Salesforce, PowerBI, and Mindtickle (LMS), we verified that all stakeholders were meeting 98% of their prescribed performance targets, resulting in a significant increase in productivity
- Supported students individually as needed to ensure they completed all assigned tasks, resulting in a 50% increase in completion rates
- Designed and implemented internal SharePoint and Wiki sites to enhance enablement 24/7.
Senior Customer Success Manager
Rackspace Technology
San Antonio, TX
02.2021 - 04.2022
- Using value-based selling, I worked closely with all 60 customers monthly, to identify needs and develop solutions that meet those needs
- Drove renewal success rate to 100%, ensuring continued revenue growth for the company
- My leadership guided the successful migration of two new healthcare customers, generating $150,000 in revenue and achieving a satisfaction rating of 97%.
Senior Technical Account Manager
Rackspace Technology
San Antonio, TX
02.2017 - 02.2021
- Cultivated and maintained strong relationships with customers through email, phone, and a willingness to travel. Additionally, I promptly addressed any immediate concerns and to ensure 100% satisfaction
- Working closely with the primary stakeholder, I conducted a successful customer migration from public cloud to dedicated hardware, fostering clear communication and aligning goals leading to zero downtime.
Cloud Launch Manager
Rackspace Technology
San Antonio, TX
08.2013 - 02.2017
- Through phone calls and discovery questions, I successfully onboarded new customers to the Rackspace Public Cloud, resulting in a 50% increase in growth through add-ons and recommended systems
- Working closely with support I successfully supervised builds for multiple national television events for clients appearing on various programs such as Shark Tank, The Today Show, Katie Couric and more
- Collaborating closely with individual sellers, we effectively converted prospective sign-ups to customers, resulting in a 20% increase in close-won rate leveraging discovery questions and keen business insights.
Technical Account Manager
Rackspace Technology
San Antonio, TX
07.2012 - 08.2013
- I developed relationships with 90% of customers, resulting in an average resolution time of 2 days
- My customer phone calls resulted in a 20% increase in resiliency after providing technical recommendations for their cloud environment.
Windows Administrator
Rackspace Technology
San Antonio, TX
02.2012 - 07.2012
- I supported customers in over 20 different locations worldwide, including new user creation, software installations, and server cloning for customers with diverse IT infrastructure requirements
- Using various fleet tools and access provided, I was able to identify and optimize idle cloud resources, reaching cost savings of $590,000.
Technology Manager
SBTI
San Marcos, TX
04.2002 - 12.2011
Network Specialist
Sterling Bank
Houston, TX
09.1999 - 06.2002
Director of Technology
SkillMaster, Inc.
Houston, TX
06.2000 - 03.2002
Education
Music Composition, Undergraduate -
Skills
- Microsoft Office Suite
- Palo Alto Networks
- PowerBI
- Content Creation/Delivery
- Coordination
- Salesforce
- CloudHealth
- Camtasia
- Coaching
- Generative AI
- Communication
- Articulate 360
- Tableau
- Sales Onboarding Program
- Support
- Organization
Timeline
Global Enablement Program Manager - Rackspace Technology
04.2022 - 03.2024
Senior Customer Success Manager - Rackspace Technology
02.2021 - 04.2022
Senior Technical Account Manager - Rackspace Technology
02.2017 - 02.2021
Cloud Launch Manager - Rackspace Technology
08.2013 - 02.2017
Technical Account Manager - Rackspace Technology
07.2012 - 08.2013
Windows Administrator - Rackspace Technology
02.2012 - 07.2012
Technology Manager - SBTI
04.2002 - 12.2011
Director of Technology - SkillMaster, Inc.
06.2000 - 03.2002
Network Specialist - Sterling Bank
09.1999 - 06.2002
University of North Texas - Music Composition, Undergraduate,
Certification
- Artificial Intelligence and Business Strategy
- Career Essentials in Generative AI
- Ethics in the Age of AI
- Generative AI for Business Leaders
Systems And Tools
- Salesforce (Experienced)
- PowerBI (Skillful)
- Microsoft Office (Expert)
- Microsoft Windows (Expert)
- GenAI, Ollama (Skillful)
- Tableau (Experienced)
- Camtasia (Expert)
- Linux (Experienced)
- Mac OS X (Experienced)
- Web Infrastructure (DNS, hosting, email) (Experienced)
References
References available upon request.